Support Ultimate

With fast connectivity and cloud-based agentless remote control at its core, Support Ultimate increases productivity, reduces support costs and improves customer satisfaction by providing a more personalized support experience.

Remote Desktop

Remote support speeds time to repair and brings easy success to service level agreement (SLA) driven environments. Customer and technical support agents take remote control of end-user devices to identify and troubleshoot customer issues, with no installation required on end-user machines. Premium Level 1 and Level 2 support tools, including easy-to-integrate live chat buttons, customizable pre- and post-session customer surveys, session transfer, and support to unattended machines cut minutes off of customer support sessions for visible ROI.

Cost-Efficient Team Management

Manage global and outsourced teams with ease from a single administrator console. Groups of support agents may be defined by location, product, language and area of expertise to expedite service. Support Ultimate provides easy-to-index agent logs and session recordings to improve service delivery, increase agent productivity and identify training opportunities. Fast-loading reports highlight its impact on the bottom line by graphically showing improvements in key performance indicators such as mean time to repair, customer satisfaction and agent productivity.

Integration with Existing Systems

NTRglobal’s open API architecture facilitates integration with leading business applications such as BMC Remedy. NTR integration protocols allow for easy communication across proxies and firewalls, and ensure that Support Ultimate interoperates seamlessly with your existing service delivery workflow. Integration with your ticketing system lets support agents click to initiate remote control directly from within tickets. Hundreds of process-enhancing integrations are available.

Security

Support Ultimate provides multilevel security that safeguards every point in the remote support delivery chain, from login authentication to communication travel over 256-bit AES encryption. Customers maintain control over third-party access to their machines, while administrators have ultimate control over support-agent permissions.

NTRglobal boasts ISO 27001-certified facilities and data centers, and a global network of relays that satisfies regional Safe Harbor policies and complies with the strictest international regulations, including Sarbanes-Oxley, HIPAA and other industry-specific policies. Your data is kept completely secure and private – not even NTRglobal can see or access it.